Guest Service Agent

Sonesta International Hotels Corporation; Houston (TX); On-site; USD 30,000 - 42,000; Full time

Benefits offered by this job

Medical, Dental & Vision Insurance

401(k) Retirement Plan with Company 12

Paid Vacation & Sick Time

Paid Parental Leave

Hotel Discounts

Job summary

Sonesta International Hotels Corporation is hiring a Guest Service Agent in Houston to deliver warm, personalized hospitality from check-in to check-out. You will interact with guests, handle reservations and payments, and coordinate with departments to ensure memorable experiences.

The role requires strong communication and guest service skills, multitasking ability, and flexibility to work mornings, evenings, weekends, and holidays. Prior front desk or hospitality experience is preferred.

Qualifications

• Experience in hotel front desk or hospitality preferred.
• Strong communication and guest service skills.
• Ability to multitask in fast-paced environment.
• Familiarity with PMS and POS systems; cash handling.
• Flexible shifts: mornings, evenings, weekends, holidays.
• Detail-oriented and organized; problem-solving.

Responsibilities

• Welcome guests warmly and provide exceptional customer service during check-in, check-out, and throughout the guest stay.
• Assist guests with reservations, room assignments, billing inquiries, hotel information, and special requests.
• Process guest transactions, payments, and cash handling procedures accurately using PMS and POS systems.
• Respond quickly and professionally to guest concerns, service requests, and guest recovery situations to ensure guest satisfaction.
• Maintain knowledge of hotel amenities, services, local attractions, promotions, and loyalty programs.
• Coordinate with Housekeeping, Engineering, F&B, and leadership teams to support smooth operations.
• Assist with room inventory management, upselling opportunities, and cross-department communication.
• Maintain cleanliness, organization, and presentation standards at Front Desk and lobby.
• Follow hotel procedures, brand standards, safety guidelines, and guest service expectations.
• Support VIP arrivals, group check-ins, and special guest experiences as needed.
• Any other duties as assigned.

Skills

Communication

Interpersonal skills

Guest service

Multitasking

Attention to detail

Job description

We’re People People. Are you? We’re Sonesta International Hotels—the 8th largest hotel company in the U.S. (and growing fast). With a dynamic mix of full-service and focused hotels across major cities, our diverse portfolio of owned, managed, and franchised properties means we’re everywhere our guests need us to be. But here’s the thing—we’re not just in the business of hotels, we’re in the business of people. We bring service with passion, loyalty with purpose, and create experiences that genuinely connect—delivering quality, value, and memorable stays across 1,000+ properties in eight countries (and counting).

What this role is all about

Are you a people person with a passion for hospitality? Every great stay starts with a great welcome. As a Guest Service Agent, you’ll help create memorable guest experiences from the moment guests arrive through check-out — delivering friendly, efficient, and personalized hospitality every step of the way. This role is perfect for someone who loves connecting with people, thrives in a fast-paced hospitality environment, and enjoys balancing guest interaction with hotel operations. You’ll be a key part of the Front Office team, helping ensure guests feel welcomed, supported, and genuinely cared for throughout their stay. If you’re upbeat, service-driven, and passionate about hospitality — we’d love to meet you.

What you’ll be doing

• Welcome guests warmly and provide exceptional customer service during check-in, check-out, and throughout the guest stay.
• Assist guests with reservations, room assignments, billing inquiries, hotel information, and special requests.
• Process guest transactions, payments, and cash handling procedures accurately using PMS (Property Management System) and POS (Point of Sale) computer systems.
• Respond quickly and professionally to guest concerns, service requests, and guest recovery situations to ensure guest satisfaction.
• Maintain strong knowledge of hotel amenities, services, local attractions, promotions, and loyalty programs.
• Coordinate closely with Housekeeping, Engineering, Food & Beverage, and hotel leadership teams to support smooth hotel operations.
• Assist with room inventory management, upselling opportunities, and operational communication across departments.
• Maintain cleanliness, organization, and presentation standards across Front Desk and lobby areas.
• Follow hotel operational procedures, brand standards, safety guidelines, and guest service expectations at all times.
• Support VIP arrivals, group check-ins, and special guest experiences as needed.
• Any other duties as assigned.

The essentials

• Will be required to work mornings, evening, weekends, and holidays.
• Will be required to work mornings, evening, weekends, and holidays.
• Work a split shift with audit (7pm-3:30am), on occasion.
• Previous hotel, Front Desk, hospitality, retail, restaurant, or customer service experience preferred.
• Strong communication, interpersonal, and guest service skills with a friendly and professional attitude.
• Ability to multitask and thrive in a fast-paced hospitality environment.
• Experience using PMS systems, reservations platforms, POS systems, and handling cash transactions preferred.
• Strong attention to detail, organization, and problem-solving skills.
• Positive, collaborative, and service-focused mindset.
• Ability to handle guest concerns professionally and create positive guest experiences.
• Flexible availability including mornings, evenings, weekends, holidays, and overnight shifts as needed.
• A passion for hospitality, teamwork, guest engagement, and creating memorable stays for every guest.

Anticipated Pay Range & Additional Job Information

How we reward you At Sonesta, we know showing up for our guests starts with showing up for our people. That means supporting your health, your financial future, and everything in between. Here’s a snapshot of what we offer:

• Medical, Dental & Vision Insurance
• Health Savings Account (HSA) with Company Match
• 401(k) Retirement Plan with Company Match
• Paid Vacation & Sick Time
• Paid Parental Leave
• Company-Paid Life Insurance
• Company-Paid Short-Term & Long-Term Disability
• Hospital Indemnity, Critical Illness & Accident Insurance
• Educational Assistance
• Sonesta Hotel Discounts (yes, you’ll want to use these)
• Additional Perks & Employee Discounts

Our Commitment to You

Sonesta is proud to be an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.